Contact Center Solutions Featured Article

Contact Center Solutions Provider NICE Systems Wins $4 Million Contract with Major U.S. Bank

September 16, 2009

Contact center solutions provider Nice Systems -- parent company of workforce management solutions provider IEX Corporation -- announced today that it has signed a $4 million contract with an unnamed major U.S. bank.

The bank will migrate to the NICE SmartCenter suite of contact center applications from its current platform in order to improve its operations and customer service. In addition, the system, with its advanced call recording capabilities, will help the bank more easily meet compliance regulations.

According to a press release, the bank, which acquired another bank last year as part of consolidation in the financial services sector, will deploy NICE SmartCenter at two additional VoIP contact centers with thousands of agents. The migration is being carried out as the bank consolidates is data center operations.
 
As a result of the deployment, the bank, which handles millions of calls per year, will gain centralized administration of all its contact center operations – as well as greater scalability to handle increased call volume.

This deployment includes NICE’s call recording and quality assurance solutions, but it could also optionally include IEX’s (News - Alert) advanced workforce management software. Having this WFM software centralized means the bank would have even better control over the scheduling of contact center agents, across all contact center locations, as well as improved forecasting capabilities which will enable it to forecast call volume and schedule agents appropriately (including the accurate scheduling of agents based on skill set).
 
The global bank will also add NICE Interaction Recording and NICE Quality Management at the acquired bank’s offices as well.

NICE Systems (News - Alert) made news earlier this month when it announced that it had received follow up orders from Cherokee Nation Entertainment, or “CNE,” for its NiceVision video surveillance solution.

Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.


Article comments powered by Disqus

Related Contact Center Solutions Articles

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014

Contact Centers Join the Fight-JITC Certifies T-Metrics Contact Center on Microsoft Lync 2013

For the last 10 years, T-Metrics has designed, developed, and deployed numerous approved products on APLITS (Approved Products List Integrated Tracking System. As of today, T-Metrics is the only provider of contact center software that has been JITC certified to work on Microsoft Lync 2013, and their solution can be found on the Approved Products List (APL) for purchase by Department of Defense organizations at www.disa.mil/ucco. [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!